Disabling dashboard tickets
Can I disable the tickets shown in the dashboard? It's not good that every agent can see all tickets just because they aren't attached yet to a group the agent is in.
This is unfortunate and a real problem that has plagued me for years - I do not want Level 1 agents circumventing views by using the Dashboard. This really is a problem and should be looked at
PS: The thing is that some departments use the dashboard then as their normal ticket view, which shouldn't be the case. And it's not the best solution to have every ticket assigned to at least a group at all times.
Unfortunately, there is no option to disable or hide the ticket's view from the Agent's dashboard. I have marked your post as a feedback to our Product Team, nonetheless.
While we don't have any plans on changing it at this moment, I'd like to share that we've recently deployed the Agent Workspace that provides a new dashboard experience. If interested, get to know more about it here, please: https://support.zendesk.com/hc/en-us/articles/360024218473-About-the-Zendesk-Agent-Workspace
Hope this helps!
Zendesk | Technical Support Engineer | EMEA
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